We’re sorry to hear that. We recognise that we do make mistakes and we want to do everything we can to sort it out.
You can make a complaint by Getting in Touch with our team, who will manage your complaint in line with our process detailed below.
We receive your complaint by email, telephone or letter and we acknowledge and seek to resolve this as soon as possible – if not on the call itself.
If we can’t, we will acknowledge your complaint within two working days and advise how long we expect it to take to respond, which can be no longer than 15 working days.
We will investigate your complaint and keep you updated throughout, we also might need to clarify or provide additional information.
Once we’ve investigated, we will provide you with an explanation of what went wrong, fix the problem and apologise, as well as arranging any appropriate follow-up action.
If you are not happy with our response you can ask for our Support Manager to review your complaint and we will do so within 10 working days and issue a Secondary resolution. We’ll also make sure we keep you updated and provide the opportunity to speak to our Support Manager.
Final response:
If we have still not reached an agreement after 20 working days of SNRG providing you with a secondary resolution, or we believe we will not reach an agreement before the end of this period, this will be considered as a position of ‘deadlock’. At this point we will send you a Final Response letter. You can use the Final Response letter as reference to send in conjunction with your complaint to the Ombudsman. You must do this within 12 months of receiving our Final Response letter.
You can also contact organisations such as Citizens Advice to get free, independent and impartial advice. You can visit their website or contact them on 03454 040506. It’s important to remember that you are connected to an energy Private Wire Network and you can find more information about this on our help and support pages, to learn more please visit Help and Support.
There is an independent service designed to help resolve complaints for domestic or small business energy customers. CDRL is a not for profit alternative dispute resolution (ADR) provider, founded in 2014. They operate independent ADR schemes in the aviation, communications, retail and utilities sectors.
CDRL may be contacted if:
SNRG has given you a “deadlock letter” explaining what we are offering to do to resolve your complaint and you're not satisfied with this as a final offer.
Or
You're still unhappy 20 working days after your escalated complaint with SNRG.
CDRL Contact Details:
Website: https://www.cdrl.org.uk/
Phone: 020 3540 8063 (Phone lines are open on Tuesdays and Thursdays from 10am until 2pm.)
Post:
12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW
